Manager, IT Service Desk

At Doctors of BC our vision is to promote a social, economic, and political climate in which members can provide the citizens of BC with the highest standard of health care, while achieving maximum professional satisfaction and fair economic reward.

Together, we make a difference so our doctors can make theirs. Join us today!

THE JOB: Manager, IT Service Desk

The starting salary range falls within the minimum to mid-point of the salary range.

Starting Salary Range: $90,640 - $113,300

Reporting to the Senior Manager, IT Operations the Manager, IT Service Desk plays a crucial role in ensuring the smooth functioning of IT services within the organization. Reporting to the Senior Manager, IT Operations, this role involves leading and managing the IT Service Desk team, which provides technical support to over 500 staff members. The manager is responsible for ensuring high-quality IT support and services, developing strategies to enhance service desk efficiency, and aligning IT support functions with organizational goals. They collaborate with stakeholders to understand IT needs, oversee the resolution of complex IT issues, and identify training needs for the team. Additionally, the manager analyzes IT support metrics, manages vendor relationships, collaborates on IT projects, encourages user feedback, and works closely with the IT Operations Coordinator to manage IT assets and inventory.

WHAT SUCCESS LOOKS LIKE

Leading Through People (B):

• Works with team members to assess developmental needs and provide necessary support and expertise.
• Develops awareness of personal leadership style.
• Ability to identify situations needing attention and is confident stepping in as a mediator if needed.
• Informs team of the reasoning behind decision making to foster trust and stability within the team.

Leading Through Vision (B):

• Quickly immerses self in new ideas, supporting change initiatives by following new directions and providing appropriate information.
• Continuously asks for feedback and ideas on how to do a better job and tries new approaches.
• Sets and keeps team accountable for short, medium and long term team goals.
• Participates in change initiatives by implementing new directions and providing appropriate information and feedback.

Leading to Deliver (B):

• Encourages self-discipline within the team and detail-based decision making.
• Ability to identify processes within areas of responsibility to draft procedures that comply.
• Seeks guidance on aspects of processes that are out of immediate scope.
• Makes decisions based upon all relevant details and accepts responsibility for the effective delivery of service.
• Understands organizational and initiatives’ values, goals and strategies and how they align with and guide daily operations.

Leading With Drive (B):

• Exhibits drive and determinations to reach a desired outcome without getting discouraged.
• Assertive and forthright with data that supports their views, and ensures presentations and negotiations are based on sound business logic.
• Continuously measures results against agreed upon timelines and makes decisions in a timely manner.

 WHAT YOU BRING

• At least 5 years of experience in IT support, including 2+ years in a managerial or supervisory role.
• Strong knowledge of IT infrastructure, software, and support processes. Familiarity with ITIL framework.
• Proven ability to lead, motivate, and develop a team.
• Excellent communication and interpersonal skills, capable of engaging effectively with staff at all levels.
• Strong analytical and problem-solving skills, with a track record of resolving complex IT issues.
• Experience in managing IT projects and implementing new technologies.
• A strong focus on delivering high-quality customer service.
• A degree in Information Technology, Computer Science, or a related field is preferred.

Doctors of BC thanks all applicants; however, only those selected for an interview will be notified.

Doctors of BC celebrates diversity, challenges inequality and is committed to sustaining an inclusive and diverse community. We do not discriminate against any applicant regardless of age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, socio-economic background, political beliefs and affiliations, family circumstances or other irrelevant distinction.